Because there is no direct association between an agent's PC and their phone, it is necessary to have some means of correlating card capture requests with calls.
CardEasy refers to the origination point of a capture request as an End Point ID or EPID for short. An EPID can refer to either an individual workstation or an agent. For a single customer, EPIDs must be unique across the entire telephony estate. They are normally formatted as a string of 6 or 7 digits beginning '00' and followed by by a 4 or 5 digit agent or workstation identifier. The choice between agent or workstation identifier will depend on the working practices of the contact centre and the nature of their telephony setup.
Call correlation is achieved by arranging for a short DTMF string representing either the workstation or agent identifier to be sent towards the telco before the capture command is given. These tones are blocked from reaching the customer by the CardEasy system.
If the the DTMF sent by the agent is accepted by the CardEasy system as a valid EPID the agent will usually hear a confirmation tone.
The purpose of EPIDs is to allow the CardEasy (CE) cores to match a
call passing through them to the capture session of an agents logged
into it.
The Agent logs in to their session with a particular EPID on your account.
The
Agent then (at some point during the call) enters an EPID which is
generally in the form 00 and then the 4 or 5 digits that make up the
rest of their EPID as DTMF on their phone line.
Often this is done by a pre-programmed button on their phone. .
Assuming the CE core detects an EPID it will send back a confirmatory tone to the agent to let them know it has been accepted.
Where
you see the 'EPID not found' error it means that an agent has attempted
to hit capture on a call for which the CE core cannot find a live call
with the EPID that the Agent is logged in as.
There are usually 3 reasons for this:
1)
Call not passing through CE core. This is usually found where clients
are moving numbers over to the CE system and have forgotten to add some.
The agent would not hear the confirmatory tone when entering their EPID
as the CE core is not there to respond.Generally this occurs during the
set up stages.
2) Agents has not pressed
their EPID button (and so will not have heard the confirmatory tone).
Pressing the EPID button again will re-send the tones and would resolve
the issue. Often found with new starters - really it's a training issue.
3) Agents EPID button programming not matched to their Web session EPID. This can be caused by:
a) Agent not logging into the correct web session;
b) IT mis-programming agent's EPID button;
c) Agents transferring calls and not applying the new EPID to the call.
Generally
speaking if the agent re-applies the EPID that the web session they are
using to capture details again (by manually typing into the phone
00xxxx as appropriate) they can work around these, and then discuss with
IT if they are getting EPID not found a lot (as the usual cause of
these is mis-programming).